Bill > S3170

This bill requires the Department of Veterans Affairs (VA) to implement an automated telephone system within one year of enactment that improves customer service wait times. Specifically, the system must inform callers about expected wait times and automatically offer a callback option for any caller who would otherwise wait more than 10 minutes. The VA Secretary must also develop guidance to reduce the average wait time on customer service lines to no more than 10 minutes. The bill applies to VA customer service telephone lines, but specifically excludes the veterans' toll-free hotline and emergency department phone lines. This legislation aims to address long wait times that veterans experience when trying to contact VA services by introducing technology that reduces customer frustration and improves communication efficiency. The bill's name, the "Stuck On Hold Act," directly references the common problem of extended telephone wait times that many veterans have experienced when seeking assistance from VA services.

Military Affairs and Security

https://www.congress.gov/bill/119th-congress/senate-bill/3170/all-info